Customer Experience Operations Intern
Há 2 dias
Customer Experience Operations Intern
About the Role:This is a unique opportunity to join our team and contribute to the success of our customer experience operations. As a Customer Experience Operations Intern, you will be responsible for monitoring queues in real-time, understanding behaviors and gaps compared to forecasts, and building action plans to ensure timely issue resolution for our customers.
You will need to manage multiple systems, data, and teams to drive performance goals and make informed decisions. This role requires strong analytical and problem-solving skills, as well as excellent communication and collaboration abilities.
Key Responsibilities:- Manage multiple phone and live chat queues in real-time.
- Monitor staffing levels at each site to ensure planned coverage is met.
- Manage real-time metrics such as Service Level, Average Handle Time, Adherence, Occupancy, and others against defined thresholds.
- Provide outage and crisis management support.
- Develop and implement action plans to drive performance goals.
- Work closely with the Planning Team to ensure optimal staffing coverage.
- Bachelor's degree in Engineering, Maths, Administration, or related field required.
- 1-2 years of experience in a RTA role in a contact center environment preferred.
- Intermediate to Advanced English level.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- Proficiency in Microsoft Office and experience with data visualization tools.
A dynamic work environment that fosters growth, learning, and innovation.
The opportunity to work with a talented team and contribute to the success of our customer experience operations.
Professional development opportunities and training programs to enhance your skills and knowledge.
A competitive compensation package and benefits.
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